KAYE I. BANCALE
Dalaguete
Summary
Highly motivated and dedicated professional actively seeking a Virtual Assistant / Customer Service Representative role within a reputable organization. Possessing exceptional communication skills and a wealth of experience in customer service, a strong focus on delivering excellence. Drive to continuously improve my skills fuels my passion for providing outstanding support and solutions that align with the company's objectives.
Overview
10
10
years of professional experience
Work History
SENIOR FRONTLINE SUPPORT
XTEND_OPS PH
10.2023 - 08.2024
- Expertly manages food retail delivery service through diverse inbound, chat and email communication channels, ensuring exceptional customer satisfaction and swift issue resolution
- Demonstrated resilience and adaptability during times of high customer volume, remaining calm under pressure while consistently providing exceptional service.
MORTGAGE SERVICING SPECIALIST
MODER SOLUTIONS
06.2023 - 10.2023
- Proactively manage mortgage account by identifying at risk borrowers and implementing tailored loss mitigation strategies to drive successful outcomes
- Address and resolve concerns related to mortgage payments, escrow account, and property taxes to ensure customer satisfaction
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
TECHNICAL SUPPORT REPRESENTATIVE
OUTFORCE
05.2022 - 06.2023
- Executed thorough testing to ensure optimal functionality and stability of new VoIP deployments before launch
- Strengthened client relationships by delivering prompt technical assistance for complex issues related to VoIP applications
- Minimized risk exposure through careful adherence to regulatory compliance standards when configuring security settings for VoIP systems
COLLECTIONS SPECIALIST
SYNCHRONY FINANCIAL PH
06.2021 - 04.2022
- Effectively handled high- volume of inbound customer calls regarding past- due balances, demonstrating strong communication skills and customer service expertise
- Provided tailored financial education and guided customers on budgeting and repayment strategies to foster responsible financial behavior
- Partnered with billing department to swiftly resolve account discrepancies, ensuring accurate invoicing and enhancing customer satisfaction
CUSTOMER SERVICE REPRESENTATIVE
TELSTRA
01.2015 - 02.2021
- Delivered exceptional customer service by expertly addressing inquiries about products, services, and company information
- Effectively handled escalated calls, ensuring successful resolutions that fostered customer loyalty
- Boosted customer satisfaction through proactive strategies tailored to meet customer needs and resolve issues
Education
BS - Business Administration
University of San Jose- Recoletos
Cebu City, PhilippinesSkills
- Critical thinking
- Escalation handling
- Hardware Troubleshooting
- Dispute Resolution
- Problem solving
- Data entry proficiency
- Interpersonal relationship building
Timeline
SENIOR FRONTLINE SUPPORT
XTEND_OPS PH
10.2023 - 08.2024
MORTGAGE SERVICING SPECIALIST
MODER SOLUTIONS
06.2023 - 10.2023
TECHNICAL SUPPORT REPRESENTATIVE
OUTFORCE
05.2022 - 06.2023
COLLECTIONS SPECIALIST
SYNCHRONY FINANCIAL PH
06.2021 - 04.2022
CUSTOMER SERVICE REPRESENTATIVE
TELSTRA
01.2015 - 02.2021
BS - Business Administration
University of San Jose- Recoletos
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